Care Call Assistant (Emergency Responder)

Perfect balance of office based and community based work for people who care when it matters most.

Do you want to help make Gateshead a place where everyone thrives? If that sounds like you, keep reading - we might just be the perfect match. We’re delighted that you’re interested in working with us. You’d be joining us at a very exciting time. We pride ourselves on our ambitious and forward-thinking approach to taking care of Gateshead and its people, and we passionately believe that our employees reflect that spirit in truly enabling Gateshead to thrive.

At Gateshead Council you’d be a highly valued member of a team that recognises and respects the skills that you bring to your role, encourages creativity and passionately advocates a great work / life balance. Our actions speak louder than words, and with flexi-time and hybrid working available across many of our roles, as well as a full suite of outstanding employee benefits, we’re confident that it isn’t just the salary that attracts our staff.

Be the calm voice in a moment of crisis. Adult Social Care at Gateshead Council supports adults with care and support needs to live safe, independent and thriving lives. The service provides statutory assessments, safeguarding, prevention, and a wide range of community-based support in line with the Care Act 2014. Working in a strengths-based way, Adult Social Care focuses on wellbeing, independence and personalised outcomes, helping people to access the right support at the right time, whether through assessment and planning, enablement services, technology-enabled care, or wider community resources.

When emergencies happen, you’re the difference. As a Care Call Assistant, you’ll play a vital role in keeping people safe, supported, and connected when they need it most. You’ll be the reassuring voice on the line during emergencies and a compassionate presence out in the community, responding to alerts, supporting vulnerable residents, and helping people live independently through the use of assistive technology. From handling urgent out‑of‑hours calls for the Council to responding in person to client falls and equipment alerts, no two days are the same. If you’re calm under pressure, caring by nature, and looking for a role where your work genuinely matters, this could be the perfect opportunity for you.

What you’ll get to do:

• Be the first point of contact for the Council’s out‑of‑hours service, calmly handling calls relating to emergencies, social care, housing, and public safety.
• Carry out appropriate action to ensure that all calls received are dealt with satisfactorily in line with agreed policy and procedures, including appropriate liaison with other staff, agencies and departments as required.
• Respond to alarm alerts and emergency calls, providing reassurance, taking action, and escalating to the right services when needed.
• Deliver a mobile response in the community, including attending client falls, planned visits, and providing personal care where required, while working independently and adhering to lone working policies, risk assessments, and safety procedures at all times.
• Install, test, and maintain assistive technology and key safes, ensuring equipment is safe, functional, and understood by clients.
• Visit new and existing clients to gather details, explain equipment, and promote independent living.
• Monitor multiple systems simultaneously, responding to alerts such as falls, fire/smoke alarms, wandering alerts, and civil emergencies.
• Keep accurate records and databases up to date, completing associated administrative tasks.
• Work collaboratively with colleagues, partner agencies, and departments to ensure timely and effective responses.
• Work flexibly across a 24/7 shift pattern, supporting team cover when needed.
• Always deliver a high standard of customer care, reflecting the Council’s values and commitment to the community.

What you’ll bring:

• An NVQ Level 2 in Customer Service, Social Care, or Housing Support, or a willingness to work towards one.
• Full UK Manual driving licence.
• Experience within adult social care, healthcare, or a similar support setting.
• A background in customer service, where you’ve supported people in varied or challenging situations.
• The ability to stay supportive and professional during emergency or emotionally challenging situations, whether over the phone or in person.
• A caring, respectful approach, with a strong understanding of privacy, dignity, and individual choice.
• Clear and confident communication skills, both verbal and written with confidence using IT systems and managing digital records accurately.
• Ability to work independently while also being a reliable and supportive team member.
• Flexible and adaptable, with the ability to work across a 24/7 shift pattern.

If successful, this role requires a DBS and you will have to apply for an enhanced Disclosure.

What’s in it for you:

• Competitive Salary: We offer fair and transparent pay that reflects your skills and experience.
• Outstanding Pension Scheme: We don’t just offer a great salary – we invest in your future too.
• Generous Annual Leave: Enjoy 28 days of annual leave, rising to 32 days after 5 years (2 of which can be fixed by the Council), plus the option to buy up to 10 extra days.